Customer health is a measure of satisfaction experienced by customers that includes how well the SaaS platform serves their needs and how easily they are able to use it. When customers are very satisfied, they are unlikely to search for other options and are thus in good health. Unsatisfied customers may leap at the first opportunity to leave.
Monitoring customer health includes detecting at-risk accounts by utilizing tools such as analytics to identify problems. Customer care like reaching out when risks increase can help ensure engagement and keep clients happy, along with good follow though and positive action to improve the customer’s overall experience.
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